COMPANY OVERVIEW:

Supreme Security is a trusted provider of integrated security solutions, including alarm systems, CCTV surveillance, video monitoring, cloud services, and access control. With over 35 years of experience serving residential and commercial clients in the Calgary area, we focus on delivering reliable, high-quality technologies to protect people and property. Our Local service team, ULC-certified Alberta monitoring station, and A+ BBB rating demonstrate our commitment to quality and customer satisfaction.
As we continue to grow, we are seeking a skilled and dedicated Information Technology Analyst – Service Desk to support our service operations and ensure seamless technical support for our clients and technicians.

POSITION OVERVIEW:

The Information Technology Analyst – Service Desk is responsible for delivering exceptional front-line technical support specifically for our CCTV and alarm systems. This role requires a detail-oriented, customer-focused professional who is passionate about technology and capable of providing both remote and administrative support. The successful candidate will act as a critical liaison between clients, field technicians, and internal departments, ensuring timely resolution of technical issues and optimal system performance.

QUALIFICATIONS AND SKILLS:

• Education: Diploma or degree in Information Technology, Electronics, Computer Science, or a related technical field.
• Experience: 1–2 years of relevant experience in IT support or a service desk role; experience in the security systems industry is an asset.
• Technical Knowledge: Working knowledge of CCTV and alarm systems, IP networking, and security communication protocols.
• Problem-Solving: Ability to assess situations, identify problems, and provide effective solutions independently.
• Communication: Strong verbal and written communication skills with the ability to explain technical concepts clearly to clients and team members.
• Time Management: Capable of handling multiple tasks efficiently in a fast-paced environment.
• Customer Focus: Professional and empathetic approach to handling customer concerns, with a focus on long-term client satisfaction.
• Sales Awareness: Ability to identify opportunities for upselling relevant services and system enhancements.
  Job Type: Full-time
  Pay: $45,000.00-$60,000.00 per year

Application question(s):

• Do you have a diploma or degree in Information Technology, Electronics, or a related technical field?
• How many years of experience do you have in IT support or a service desk role?
• Are you legally eligible to work in Canada and able to work full-time on-site?
• Have you worked with CCTV or alarm systems before?

Work Location: In person
Expected start date: 2025-08-1

• Client Support: Respond to inquiries related to CCTV, alarm, and integrated security systems, delivering timely and accurate technical assistance.
• Technical Troubleshooting: Diagnose and resolve issues related to surveillance systems, alarm panels, and connected technologies; escalate unresolved issues to senior technical staff when necessary.
• Technician Collaboration: Work closely with field technicians to ensure smooth on-site installation, service, and maintenance processes.
• System Commissioning: Prepare and configure security systems prior to deployment, ensuring full functionality and adherence to client requirements.
• Administrative Support: Assist with service documentation, system records, and coordination tasks to ensure efficiency within the helpdesk operations.
• Client Training: Provide guidance and training to clients on the use and maintenance of their systems.
• Process Improvement: Identify and recommend enhancements to internal procedures to improve overall service quality and response times.